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Call Centre Supervisor

Location: Manama, Bahrain

Reporting to: Assistant Marketing Manager

A quick overview:

We are looking for an experienced Call Centre Supervisor to drive excellence and bring sustainable business growth to our Call Centre hub based in Bahrain. In this role, you will be responsible for leading, motivating and directing our call centre team towards maximizing efficiency, increasing revenue and customer satisfaction. You will be driving the overall performance, service delivery and people management of the Call Centre team members.

Your key duties:

  • Direct the day-to-day CC inbound calls and ensure queries are attended and problems are troubleshot.

  • Achieve mutually agreed telesales targets in a given profile for specific products and segments.

  • Perform cold calling and lead sales generations via endorsing Almahroos ongoing products, spare parts and service promotions.

  • Generate customer databases via all different platforms and ensure prompt data-entry of the same.

  • Ensure CC members understand and comply with all CC objectives, performance standards and policies.

  • Attend to CC members queries regarding best practices and handling difficult calls.

  • Identify operational issues, evaluate CC members performance and suggest the needed improvements.

  • Collaborate with Heads of Departments to ensure CC members are introduced and updated with the required technical knowledge.

  • Maintain engaging interactions of all social media platforms and Almahroos sites.

  • Prepare reports and analyse data to support management in defining CC goals and objectives.

We are looking for someone who is:

  • Result-oriented, organized and reliable.

  • Proactive and enjoys driving change and continuous improvements.

  • Leader and effective communicator.

Some must haves:

  • 3+ years of proven experience as call center supervisor or similar supervisory position.

  • Experience in customer service.

  • Proficiency in both English and Arabic.

  • Tech savvy with knowledge of telephone equipment and relevant computer programs.

  • Outstanding communication and negotiation abilities.

  • Ability to work under pressure.

 

 

Apply for This Job


Location

Manama, Bharain

 Employment Type

Regular

Minimum Experience

Experienced
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